Responsibilities:

• Develop and implement a model that delivers a predictable and sustainable Service Delivery experience
• Identify and actively drive efforts to improve the client experience while embracing and supporting the mission of the franchise
• Complete Operational or Business ownership in the rapidly changing functional areas. Key performance indicators would include Client experience metrics like NPS, Turnaround time; Expense and Productivity including driving digitization; Risk & Control deliverables and Talent attraction, development and retention.
• Appropriately assess risk when business decisions are made, with consideration for the firm's reputation, its clients and assets, by driving compliance with applicable laws, rules and regulations.
• Role entails significant vendor oversight responsibility to ensure appropriate levels of service delivery.
• Collaborates on medium to long-term planning for broad issues affecting the business
• Manages resource supply and demand; may include hiring, staffing and maintaining a diverse and effective workforce
• Serves as internally recognized Ops subject matter expert that influences the way things are done
• Evaluates subordinates’ performance and makes recommendations for pay increases, hiring, terminations and other personnel actions
• Establishes strategic plans for the function
• Demonstrates thorough knowledge of how own function integrates within the overall organization to contribute to achieving business goals and contribution to CUKL board meetings
• Requires a good working knowledge of the industry
• Influences and negotiates with senior leaders (across functions); may communicate with external parties
• Third party and outsourced vendor – Governance of key suppliers
• Interface with Technology support groups to manage demand fitment and quarterly release
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding CUKL and Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards

Qualifications & Skills:

• 15+ years of relevant experience
• Experience in senior financial services leadership
• Demonstrates effective influencing & relationship management skills
• Proven execution skills and ability to drive results in a Business/Operational organization.
• Driving thought leadership both within the Operations organization as well as with the Country / Business senior leadership team

Education:

• Bachelor’s/University degree (Master’s degree preferred)

** This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.